Service Delivery Manager

About the Role As Service Delivery Manager, you’ll be responsible for delivering SaaS products and services with excellence, meeting client expectations, and driving continuous operational improvements. You’ll blend technical acumen, customer focus, and leadership to manage delivery, escalations, and optimization across the full service lifecycle.

What You Will Do

Act as the primary client contact for service delivery matters; build trust and manage expectations Translate client requirements into implementation plans, then lead execution to hit milestones, quality, and scope Define, evolve, and enforce service delivery policies, procedures, and governance to support consistency and scalability Lead, coach, and empower team members to meet SLAs, targets, and professional growth Monitor KPIs, SLAs, performance metrics; run root cause analyses and corrective actions Own post-implementation support and operational monitoring, including standby/after-hours as needed Interface with cross-functional teams to resolve escalations Conduct periodic service reviews with clients, incorporate feedback, and drive enhancements Advocate for and drive service automation, process improvements, and standardization Keep updated with IT service management best practices, trends, and technologies What We Are Looking For 3+ years in a service delivery / operations management role within IT products & services For earlier career candidates, we also have a Junior role with mentoring and pathway to senior.

Strong technical background: infrastructure, systems, networking, Wifi, IoT Solid grasp of service management frameworks (ITIL / SLA governance) Excellent leadership, team management, and mentorship skills Exceptional stakeholder communication: able to engage with clients, internal teams, and executives Analytical orientation: problem solving, data-driven decision making, metrics mindset Bonus: certifications in ITIL, PMP, or similar Hands-on experience (or willingness to lead) in:

• Networ